Top 10 Tips for Customer Survey Design Do you know what is really important to your customers? Surveys can be an important tool for gauging satisfaction with your brand, and for finding out what your customers truly value. They can be used to test loyalty and evaluate existing benefits, and…
The Importance of Immersive Holiday Experiences With a successful harvest now behind us, it’s time to focus on our customers’ needs and wants for the holiday season. While most retailers have been planning for months for this all-important period, it’s not too late for us to come up with the…
How to Succeed in 5 WISE Steps Telesales is the fastest growing channel in winery consumer-direct-sales. Whether you choose to do this in-house or outsource it, we encourage you to take advantage of this sales channel – but be smart about it. Staffing for it requires special skills and training. …
3 Big Beefs, 3 Big Tenderizers If ever there were two teams who should be BFFs, it’s the Tasting Room and Wine Club staffs. Yet, far more often than we would like, we hear about the difficulties they have in communicating and working together to achieve common goals. These relationships…
One one-thousand, two one-thousand… it takes 7 to 10 seconds after walking through the door to positively impact a guest’s decision to buy. Everything they see, hear, touch, smell, and taste is a form of communication, creating tangible and intangible impressions of your brand. The cumulative effect of how their…
According to a recent study of guests at 5-Star Resorts in Europe, the three most significant, positive employee behaviors that impact the guest experience are: Being polite and cheerful Making the customer feel special by anticipating needs and providing relevant surprise and delight, which is tapping into their unidentified desires…
Debbi Fields of Mrs. Fields Cookies has this motto: Good Enough Never Is. From this philosophy, she built a cookie business empire. Making people feel special and cared for, giving customers her very best, was a key ingredient in her recipe for success. In our world, great winery guest experiences are…
Now that the weather is getting warmer in most of the country, it’s time to plant seeds in our gardens that will grow food and flowers in the months ahead. This annual ritual of spring renewal is a happy time for gardeners. For those of us who manage Tasting Rooms,…
Turns out, there is an “I” in Team after all… In our WISE Academy Tasting Room Professional class, one of the exercises we do is to have attendees list all the roles they play in their tasting room jobs besides server/host. The ones we hear most frequently are educator, storyteller,…
Increasing traffic to our tasting room is a goal we all share. Sure, we know that we can drive in lots of bodies by offering 2 for 1 tasting coupons and other similar promotions, but driving in just anybody is not ideal: We want qualified guests who will love our…